Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Diana Villafranca

Brownsville,TX

Summary

Professional with strong background over 6-7 years in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

7
7
years of professional experience

Work History

Customer Service Representative

ACT
07.2024 - Current
  • Assisted customers with Spanish-language inquiries in a timely and professional manner.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
  • Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
  • Provided language translation services for customer service inquiries.
  • Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Investigated and resolved customer inquiries and complaints quickly.

Customer Service Representative

Maximus
09.2023 - 07.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Retention/Sales Associate

Spectrum
11.2018 - 09.2023
  • Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
  • Provided knowledgeable recommendations for products or services that aligned with individual customer needs, boosting satisfaction levels significantly.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
  • Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
  • Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.

Education

Simon Rivera High School
Brownsville, TX
01-2013

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Conflict resolution
  • Complaint handling
  • Relationship building
  • Documentation
  • Team development
  • Microsoft PowerPoint
  • Customer relationship management (CRM)
  • Sales expertise

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Customer Service Representative

ACT
07.2024 - Current

Customer Service Representative

Maximus
09.2023 - 07.2024

Retention/Sales Associate

Spectrum
11.2018 - 09.2023

Simon Rivera High School

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